Logistics and Transportation Outsourced Call Center Solutions

Logistics and transportation leaders want to know whether an outsourced call center will improve customer satisfaction and delivery performance. At NexQueue, we provide logistics call center services that serve as an extension of your dispatch, customer service, and operations team.

How Does a Logistics Call Center Support Shipment and Delivery?

When you manage a logistics operation, the tasks don’t end when the clock hits 5 p.m. Line hauls leave overnight, cross-dock operations happen before dawn, and customers call for answers at all hours. NexQueue offers always-on call center solutions for transportation logistics, which include:

• 24/7 access for shipment status, re-deliveries, and account inquiries via telephone, email, live chat, and text.
• Skill-based routing for urgent freight customer service solutions like temperature-controlled, high-value, and time-critical shipments.
• Omnichannel handling enables shippers to select their preferred communication method and maintain a unified view.

Our experienced agents integrate with your team to maintain consistency with your brand voice, SLAs, and escalations. Your clients enjoy a holistic experience from start to finish.

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Tracking, Delivery Issues, and Exception Handling

Customers want immediate visibility. NexQueue’s workflows allow the data from supply chain analysis to be used with certainty in each interaction:

• Handle shipment tracking inquiries for real-time status, exceptions, and new ETA retrievals from your TMS and carrier platforms.
• Playbooks for delivery issues such as appointment misses, declined pickups, damage, missing documentation, and customs clearance.
• Logistics coordination support for re-booking deliveries, returns, or redirecting freight by connecting customers, carriers, and personnel to reduce downtime.

This allows your dispatchers and planners to focus on running the network while your customers receive proactive, helpful communication.

Designed Specifically for Carriers, 3PLS, and Shippers

NexQueue understands that logistics depend on company type, whether a regional carrier, global freight forwarder, or ecommerce shipper. That’s why we begin with a discovery process:

• NexQueue services are used by truckload and LTL carriers for status calls, appointment scheduling, and POD request fulfillment.
• 3PL companies and freight brokers use our transportation call center outsourcing to manage relationships between carriers and shippers.
• Our freight services are used by shippers in the retail, manufacturing, and e-commerce sectors for their white-label freight solutions.

NexQueue becomes a valued partner. We synchronize scripts, KPIs, and training material with your need for compliance, safety, and customer experience.

What Are Transportation and Logistics Call Center Services?

The logistics customer service outsourcing solution offered by NexQueue includes all aspects of transport, from pre-booking to delivery and collection. Every program is modular, so you can begin where your business needs it most and develop from there:

• Inbound services for checking status, rate queries, account services, and tech queries about the portal or mobile app.
• Outbound notifications related to scheduling changes, deliveries, and proactive communication of delays.
• Appointment arranging and rescheduling, involving warehouse coordination, consignee, and yard management systems.
• Dispute and claim intake, including all documentation.

Our end-to-end service means you don’t have to work with multiple vendors. We become responsible for your entire logistics and communications from start to finish.

Logistics and Transportation Success Measured in Real Time

Logistics success is marked by on-time delivery, dwell time, cost per shipment, and customer satisfaction. NexQueue brings performance management to the contact center with the latest analytics and reporting:

• Custom dashboards on handle time, contact resolutions, CSAT scores, and contact reasons by lane, customer, or carrier.
• Progress reviews from weekly QA sessions and performance scorecards that target your cost metrics and service levels with script recommendations.
• Actionable intelligence on key factors driving delivery problems, repeat calls, and channel behavior, enabling an effective improvement process for your supply chain.

Our service is built for efficiency and optimization. We make every interaction easier, protect profits, and optimize customer relations.

Protect Your Margins With Scalable Outsourcing

Increasing labor costs, changing fuel prices, and seasonal variation continually pressure logistics and transport margins. Transportation call center outsourcing solutions from NexQueue offer flexible cost models without compromising customer experience:

• Flexible staffing to scale up during peak seasons or changes in the network and reduce size once volumes settle.
• Global talent pools with low churn rates, experienced, and knowledgeable in logistics terminology and workflows.
• Competitive pricing based on your business model, whether a regional carrier or a worldwide third-party logistics provider.

With NexQueue, you don’t just save money; you gain a partner who helps you use customer service as a competitive tool.

Can a Logistics Call Center Help With Collections, Billing, and Cash Flow?

Yes. In the transport and logistics industry, cash flow can become tied up in bill cycles, accessorial charges, or multi-party payment obligations. NexQueue’s representatives handle sensitive payments and collections conversations professionally. This preserves positive relationships while maximizing recoveries. We can:

• Respond to inquiries about invoices and rates, detention fees, and fuel surcharges.
• Handle delicate and compliance-related collection efforts in accordance with policies and local laws.
• Synchronize follow-through with your in-house finance and AR departments so commitments made during calls are tracked.

This blend of professionalism and structure helps to keep aging receivables at bay without introducing friction that could undermine business relationships.

How NexQueue’s Onboarding Programs Work in 3 Simple Steps

NexQueue’s logistics customer service outsourcing solution is designed to maintain quality and compliance.

Step 1: Evaluating Your Network

We analyze your current call volume, reasons for contact, systems, and service level commitments. This enables us to find the ideal configuration for your logistics and transportation call center services.

Step 2: Design, Train, Integrate

Our team creates agent scripts and escalation paths, trains your agents on TMS/CR software and brand guidelines, and integrates reporting to your custom dashboards.

Step 3: Launch and Optimize

We constantly monitor for performance. Our team assesses your call center services through QA testing and optimization, informed by real-world data and feedback. This ensures a seamless transition process for customers and teams within your organization.

Team Up With NexQueue to Improve Every Mile

Contact us today to learn how expert outsourced call center services can help your logistics business grow.